Pat and Amber demonstrated caring Triple A Service Recovery

Recently, Amber and Pat were working at the Outpatient Center front desk when a patient began to loudly share dis-satisfaction with a past care experience. Pat and Amber demonstrated caring Triple A Service Recovery (Acknowledge, Apologize, Amend) and effectively diffused a disruptive situation – while also assuring the visitor got needed help. The patient was transported for care and later sought out Amber and Pat to share a hug and a ‘thank you’ for the assistance.

Thanks to Amber Johnson, Pat DeVoll, and many others across BBC who build trusting partnerships through respectful and engagement.